About the role
About Four Seasons Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.
About the location: Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 130 hotels and resorts and 50 private residences in 47 countries around the world and growing. Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.
Customer Experience (CX) Analyst The Customer Experience Analyst is responsible for analyzing customer feedback data to provide actionable insights that improves the overall customer experience at Four Seasons. The analyst is responsible for conducting analysis to understand key drivers of satisfaction, and advocate for how to retain guests globally and within key regions. This role involves tracking key experience performance metrics globally, identifying trends, and working cross-functionally with teams such as operations and insights to support data-driven improvements.
The analyst is required to conduct analysis in Qualtrics, Databricks, and Excel. As a problem solver, the analyst must be able to develop a narrative of key insights derived from the data, and present multidimensional visualizations as part of a storyline in PowerPoint. The analyst is a clear and concise communicator, highly organized, and capable of managing multiple priorities with internal and external team members.
What You’ll Be Doing
- Analyze Customer Feedback: Gather and analyze customer feedback from surveys, support tickets, and other touchpoints to identify trends and actionable insights.
- Support the senior leaders across all lines of business (Hotel & Resort, Residential, Yacht, Spa, etc.) to derive key learnings and inform strategy.
- Conduct analysis and develop a storyline for property performance and use key insights from data to identify areas of opportunity across the guest lifecycle (e.g., conversion, and retention / value-growth).
- Own, manage, and prioritize ad hoc inquiries from properties regarding performance trends and CX insights.
- Track Key Metrics: Monitor and provide regular reporting on customer experience metrics such as NPS, CSAT, and CES.
- Customer Journey Mapping: Assist in creating and updating customer journey maps to identify pain points and opportunities for improvement.
- Collaborate Cross-Functionally: Work with analytics, operations, and insights teams to share insights and influence business decisions.
- Advanced Data Analysis: Use tools like Excel, Qualtrics, Power BI, and SQL to perform detailed analysis and visualize customer data.
- Present Insights: Communicate findings and recommendations to stakeholders, ensuring insights are actionable and aligned with business goals.
- Monitor Improvement Impact: Evaluate the success of customer experience initiatives and recommend adjustments based on data insights.
What You Bring
- University or college degree in Business, Analytics, Science (Mathematics or Statistics), or a related field required.
- Ability to collect, synthesize, and analyze data from a variety of internal and external sources
- Strong problem-solving and critical thinking capabilities, with the ability to identify a hypothesis and draw insights from several data sources.
- Ability to craft a story around the data to make insights more impactful for a senior / executive audience.
- Demonstration of business acumen, including knowledge of trends in the hospitality industry and broader economy and the related impact on analysis.
- Cross functional business understanding and ability to work across all levels at Four Seasons.
- Ability to project manage multiple priorities amongst internal and external teams.
- Attention to detail and the ability to validate analysis for accuracy.
This role will be a Hybrid working model, which will require 3 days per week in the Four Seasons Corporate Office located at 1165 Leslie Street, Toronto, Ontario
Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.
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About the role
About Four Seasons Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.
About the location: Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 130 hotels and resorts and 50 private residences in 47 countries around the world and growing. Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.
Customer Experience (CX) Analyst The Customer Experience Analyst is responsible for analyzing customer feedback data to provide actionable insights that improves the overall customer experience at Four Seasons. The analyst is responsible for conducting analysis to understand key drivers of satisfaction, and advocate for how to retain guests globally and within key regions. This role involves tracking key experience performance metrics globally, identifying trends, and working cross-functionally with teams such as operations and insights to support data-driven improvements.
The analyst is required to conduct analysis in Qualtrics, Databricks, and Excel. As a problem solver, the analyst must be able to develop a narrative of key insights derived from the data, and present multidimensional visualizations as part of a storyline in PowerPoint. The analyst is a clear and concise communicator, highly organized, and capable of managing multiple priorities with internal and external team members.
What You’ll Be Doing
- Analyze Customer Feedback: Gather and analyze customer feedback from surveys, support tickets, and other touchpoints to identify trends and actionable insights.
- Support the senior leaders across all lines of business (Hotel & Resort, Residential, Yacht, Spa, etc.) to derive key learnings and inform strategy.
- Conduct analysis and develop a storyline for property performance and use key insights from data to identify areas of opportunity across the guest lifecycle (e.g., conversion, and retention / value-growth).
- Own, manage, and prioritize ad hoc inquiries from properties regarding performance trends and CX insights.
- Track Key Metrics: Monitor and provide regular reporting on customer experience metrics such as NPS, CSAT, and CES.
- Customer Journey Mapping: Assist in creating and updating customer journey maps to identify pain points and opportunities for improvement.
- Collaborate Cross-Functionally: Work with analytics, operations, and insights teams to share insights and influence business decisions.
- Advanced Data Analysis: Use tools like Excel, Qualtrics, Power BI, and SQL to perform detailed analysis and visualize customer data.
- Present Insights: Communicate findings and recommendations to stakeholders, ensuring insights are actionable and aligned with business goals.
- Monitor Improvement Impact: Evaluate the success of customer experience initiatives and recommend adjustments based on data insights.
What You Bring
- University or college degree in Business, Analytics, Science (Mathematics or Statistics), or a related field required.
- Ability to collect, synthesize, and analyze data from a variety of internal and external sources
- Strong problem-solving and critical thinking capabilities, with the ability to identify a hypothesis and draw insights from several data sources.
- Ability to craft a story around the data to make insights more impactful for a senior / executive audience.
- Demonstration of business acumen, including knowledge of trends in the hospitality industry and broader economy and the related impact on analysis.
- Cross functional business understanding and ability to work across all levels at Four Seasons.
- Ability to project manage multiple priorities amongst internal and external teams.
- Attention to detail and the ability to validate analysis for accuracy.
This role will be a Hybrid working model, which will require 3 days per week in the Four Seasons Corporate Office located at 1165 Leslie Street, Toronto, Ontario
Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.